Customer Care - Intent Analyst

Role Overview: At Continuum Global Solutions, you play a crucial role in analyzing voice clippings of live customers and routing them to the appropriate workflow based on their intent. You are responsible for entering data and resolving caller queries accurately while maintaining high levels of English proficiency. Additionally, you work towards achieving quality targets and key performance indicators to ensure exceptional customer service. Key Responsibilities: - Analyze voice clippings of live customers and route them to the appropriate workflow - Enter data accurately into the interface/database and address caller queries - Develop understanding of client applications and route calls based on intent - Ensure fast and accurate response times when analyzing customer intents - Achieve quality targets with respect to daily audits and service level agreements - Maintain performance against defined Key Performance Indicators such as Accuracy and Response Time - Navigate through multiple computer applications with speed and accuracy Qualifications Required: - Must be 18+ years of age with a minimum of a High School Diploma/GED/Secondary School GCSE - Entry-level job with little or no prior relevant work experience; customer-facing experience preferred - High level of English proficiency in speaking, reading, writing, and understanding - Capable of working well under pressure and meeting strict deadlines - Strong attention to detail and exceptional level of accuracy - Customer-focused personality with a desire to help people - High computer proficiency and overall technical knowledge - Willingness to work 24/7 shifts, including weekends, holidays, and US operating hours - Able to clear client tests/lessons during training - Must pass computer literacy and typing tests - Clear background check (Note: Omitted additional details of the company as it is not relevant to the job description),